Automotive

Coconut Creek Auto Mall

Coconut Creek, FL

Coconut Creek Auto Mall boosted review volume and star ratings across all 3 rooftops with Kenect, while streamlining feedback to resolve issues more efficiently.

Solutions:

Online Reviews

Who Is Coconut Creek Auto Mall?Challenge Solutions Results

Who Is Coconut Creek Auto Mall?

Coconut Creek Auto Mall is a multi-rooftop dealership group featuring Genesis, Hyundai, and Subaru stores. With a focus on delivering an exceptional customer experience across all brands, the group turned to Kenect in 2022 to improve review volume, reputation scores, and operational efficiency across locations.

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The Private Feedback feature has been especially impactful—it allows us to identify and address upset customers early, helping us prevent negative reviews and, more importantly, avoid CSI liabilities. I highly recommend Kenect's Reputation Management services to anyone looking to take control of their online reputation and drive real, measurable results.

Lindsey Appleby

Coconut Creek Auto Mall

Challenge

Before Kenect, the group was using another reputation tool but wasn’t seeing the results they needed. Leadership aimed to boost both the quantity and quality of reviews while simplifying reputation management across multiple stores.

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Key challenges included:

• Inconsistent review volume and stagnant star ratings

• No unified platform to manage reputation across multiple rooftops

• Lack of a private feedback system to intercept negative experiences before going public

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Solution

In 2022, Coconut Creek Auto Mall implemented Kenect’s Reputation Package and activated the Private Feedback feature. This allowed them to:

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• Automate review requests and drive consistent Google Review volume

• Intercept and resolve negative feedback via private messaging

• Consolidate multi-store management into a single platform

• Improve customer satisfaction and online visibility across all brands

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“

What has your experience with Kenect been like?

^‍^{Our experience with Kenect has been excellent. The support is fast, personal, and responsive, and the results speak for themselves. Kenect does a fantastic job of amplifying the voices of happy customers, making it easier than ever for their positive experiences to be seen and heard online.}

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Multi-store management became seamless with centralized review oversight and consistent customer communication.

Over 1,100 customer issues were intercepted and resolved through Private Feedback before reaching public review platforms.

Monthly review volume jumped from 362 to 622, and average star ratings increased across Genesis, Hyundai, and Subaru stores.

Kenect helped generate over 5,000 reviews from 80,000+ automated requests, improving Google visibility across all rooftops.

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Coconut Creek Auto Mall

Table Of Contents

Who Is Coconut Creek Auto Mall?

Challenge

Solution

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